How To Turn Customers Into Brand Advocates In 6 Easy Steps
Satisfied customers and brand advocacy are often very important tools for expanding your business’s reach via word of mouth.
By delivering impressive customer service or implementing customer advocacy programs, the odds of receiving referrals skyrockets, overall encouraging sales and growth. Although, converting loyal customers into brand ambassadors is much easier said than done.
If you’re scratching your head and wondering how to turn customers into brand advocates, here are 6 easy ways you can get started with brand advocacy.
Deliver Exceptional Customer Service
A key focus of a customer advocacy program should be geared toward elevating the customer service experience. From the landing page to the website, the user experience on your website should be straightforward.
Implement the necessary tools to make the entire process as seamless as possible. For example, ask yourself these questions: is the website slow and confusing to use? Is it difficult to return items? Do customers struggle to get in contact with your staff? If so, you may be overdue for a change. Customers aren’t likely to recommend a brand to others if they find their own experience frustrating.
Ask For Regular Feedback
Asking customers for regular feedback can help you to figure out what’s working, what’s not doing so well, and the areas you need to improve. From here, you can tailor the experience to your audience.
For your customer advocacy program, try adding a quick post-purchase survey, asking customers if they’re likely to recommend the brand. Those who respond positively could even be added to your list of possible ambassadors.
Achieving exceptional customer service is hard work, although by making the experience convenient, you’ll be creating brand advocates in no time at all.
Keep Your Customers In The Loop
Keeping your customers informed and in control of their purchases through your website is a critical aspect of delivering a quality customer service experience. Let them know the payment has been received, when the item has been shipped, and when it’s been delivered.
On top of this, sharing updates within the business can encourage customers to feel much more involved in the brand, supporting brand advocacy in the process.
Utilise User Generated Content
Whether it’s a nice photo or a short clip of your product, sharing content generated by your brand ambassadors can go a long way.
When a brand acknowledges a fan’s content, it can make them feel much more invested in the business and encourage them to keep creating. You’ll not only be receiving free content, but you’ll also be building a lasting relationship with your customers. Just remember to ask for permission before sharing.
Make It Worth Their Time
Once you’ve finished creating brand advocates, it’s important to give them a reason to promote your brand.
For example, let them know when you’ve got something exciting in the works. Whether you’re launching a new product, offering a different service, holding an exciting event, hosting a giveaway, or offering a discount, let them know first. As well as this, offer them exclusive deals, entry into events or free products to keep them engaged in the brand.
Own Your Mistakes
In business, mistakes happen from time to time, and it’s often out of your control. Although, rather than palming off the blame or simply ignoring it, address the situation.
Apologise, explain how you’re going to resolve the issue, and stick to your word.
Delivering a positive experience on this side of customer service can be difficult, but being honest with your customers contributes to the meaningful customer service that may lead to a referral.
In Summary
Good customer service is the bread and butter of a customer advocacy program. Strive to make their experience nothing short of amazing and give them something to brag about to their friends and family. Although creating brand advocates will take some time, the sweet reward will be worth the patience.